DE602004012052T2 - Acoustically coupled product label - Google Patents

Acoustically coupled product label Download PDF

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Publication number
DE602004012052T2
DE602004012052T2 DE200460012052 DE602004012052T DE602004012052T2 DE 602004012052 T2 DE602004012052 T2 DE 602004012052T2 DE 200460012052 DE200460012052 DE 200460012052 DE 602004012052 T DE602004012052 T DE 602004012052T DE 602004012052 T2 DE602004012052 T2 DE 602004012052T2
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Germany
Prior art keywords
label
information
user
service
support
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Active
Application number
DE200460012052
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German (de)
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DE602004012052D1 (en
Inventor
Simon James Dundee Forrest
Grant Carnoustie McNicoll
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NCR International Inc
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NCR International Inc
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Publication date
Priority to GB0328708A priority Critical patent/GB0328708D0/en
Priority to GB0328708 priority
Application filed by NCR International Inc filed Critical NCR International Inc
Publication of DE602004012052D1 publication Critical patent/DE602004012052D1/en
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Publication of DE602004012052T2 publication Critical patent/DE602004012052T2/en
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Classifications

    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M1/00Substation equipment, e.g. for use by subscribers; Analogous equipment at exchanges
    • H04M1/26Devices for signalling identity of wanted subscriber
    • H04M1/27Devices whereby a plurality of signals may be stored simultaneously
    • H04M1/274Devices whereby a plurality of signals may be stored simultaneously with provision for storing more than one subscriber number at a time, e.g. using toothed disc
    • H04M1/2745Devices whereby a plurality of signals may be stored simultaneously with provision for storing more than one subscriber number at a time, e.g. using toothed disc using static electronic memories, e.g. chips
    • H04M1/275Devices whereby a plurality of signals may be stored simultaneously with provision for storing more than one subscriber number at a time, e.g. using toothed disc using static electronic memories, e.g. chips implemented by means of portable electronic directories

Description

  • The The present invention relates to a product label with acoustic Coupling and a method of using the label.
  • BACKGROUND OF THE INVENTION
  • It There are a number of problems with the reporting of errors in Self-service devices such as ATMs are connected. Usually a disorder from a person nearby the device that calls a service center. This person then gives orally the serial number of the device used by employees of the Call Centers with the entries in a service database is compared to those under a Contract for to determine the device completed services, before the call is forwarded to a customer service representative.
  • The present system is based on a label attached to the device is appropriate. Problems arise when the label is not accessible or the person making the call to the service center who Serial number not read correctly.
  • This Problem is posed by the regulations of product certification organizations such as UL (Underwriter Laboratories Inc.), CSA (Canadian Standards Association) and VDE (Association of German Electrical Engineers) tightened, the dictate that the printed serial number label on the frame of the product nearby its power source must be attached, which is usually on or in nearby of the lower part of the product. Unfortunately, it can be this Placing the printed serial number label on the customer's hand complicate desired Quickly and correctly find product serial number, so that the serial number can be communicated to the service provider. It is also possible that The serial number of the product is covered by mounting material will, so an elaborate Disassembly is required, for. B. if a cash register its holder must be removed at a checkout.
  • The first telephone contact with the service center and the serial number message could be automated as described in the US Pat. No. 6,327,365 Applicant is disclosed by attaching a device with acoustic coupling to the self-service device, which automatically dials the service center and then automatically communicates only the serial number. Although this approach resolves the problem of first contact, it does not resolve the required communication between the device label and the computerized telephony integration (CTI) in the call center.
  • by virtue of the level of experience of employees in some environments the employees may unable to configure the device for them a disorder Report, identify correctly. This can lead to a longer call lead at the service center, while searched for basic configuration information for a device become. This is an inefficient use of the time of the customer care agent and can be frustrating for to be the customer.
  • It there is a need to provide a product label to Customers or - im Case of financial institutions - employees to support, in the course of a service call, preferably at the beginning of the service call, to communicate more comprehensive product information simply and correctly.
  • SUMMARY OF THE INVENTION
  • Corresponding A first aspect of the present invention is a bidirectional A system provided comprising: a user-activated product label with acoustic coupling attached to a product to be serviced with said tag having memory for storage of information about the product to be serviced, a control means for controlling the data flow of the label, an activation switch and an audible Signalers, the sounds which corresponds to the said product information, a telephone and a computer-aided Product support system, that captures the information provided by the label and interpreted, wherein the control means is arranged so that it measures the data flow from the label to the system at the rate and at the times required by the system controls as well the information provided by the computerized product support system the label to be sent controls.
  • Preferably will be additional Tones that one Phone number for match the service provider, before the tones, the product information correspond, transfer.
  • The System transfers preferably one for the People audible Message to the user before the flow of information between the label and the computer-aided Product Support System is ended.
  • Preferably the system notifies suitable service personnel for this waiting product.
  • According to a second aspect of the present invention, a method is provided to provide product information over a standard telephone line between a computerized product support system and an acoustic coupling product label, the method comprising the steps of: providing an acoustic coupling product label for attachment to a product to be maintained, the label having a memory storing the product information includes placing a telephone near the label, activating the label so that sounds corresponding to the product information are transmitted via the standard telephone, and controlling the transmission of said information at a rate and at the times required by the computerized product support system and control the information sent by the computerized product support system to the label.
  • The Method preferably further comprises the step of determining the service authorization by the service provider on the basis of Information transmitted from the label to the system on.
  • These Invention provides an automated solution for both joining a device with the service center as well as for the transfer of all information required to complete the service call. These solution has the extra Advantage that the label now store additional information can be queried automatically by the automated call center can be before a connection is established with a customer service representative. The information, the. stored on the label can also be updated dynamically be so that the latest information about the configuration of the self-service device as well as possibly Device status information to disposal be put.
  • The Advantages of this solution lie in an elevated Automation of the connection, allowing more detailed information the call center can be passed on. The invention also allows a more efficient use of the customer service, now comprehensive information Automatically detected by an automated system, so that the supervisor can focus on more complex customer issues. The system also includes audio feedback on call progress for the user of the system, thereby providing a better interface.
  • At the Perhaps the most important thing is that the system is a solution to the above Provides problems that are intuitive for the user is and makes it possible that the label automatically displays the serial number as well as other configuration information to the automated call center system. It could possibly also for existing ATMs retrofitted or in some of the smaller ones Desktop ATMs to get integrated.
  • BRIEF DESCRIPTION OF THE DRAWINGS
  • Based by examples and with reference to the accompanying drawings will now be embodiments of the present invention, wherein:
  • 1 Figure 3 is a diagram of an acoustic coupling product label system according to the present invention.
  • 2 a detailed schematic representation of the bidirectional data stream in the system of 1 is.
  • 3 a flow chart of the method for the operation of the label of 1 according to the present invention. And:
  • 4 a second embodiment of an acoustic coupling product labeling system according to the present invention.
  • DETAILED DESCRIPTION
  • Reference is now made to the drawings, in which like reference numerals designate corresponding elements in the several views. 1 shows the system 10 containing a product label with acoustic coupling 20 , a standard telephone 30 at the customer site and a call center 40 , which is a computerized support system 50 accommodates. The product label with acoustic coupling 20 is attached to a product (not shown) in a relatively easily accessible location. The product label with acoustic coupling 20 has an activation switch 22 , an acoustic signal or loudspeaker 24 and a label power source 28 on. The product label with acoustic coupling also has a product serial number or other product identification number 26 on. The product identification number 26 is present in both human readable form (Arabic numerals) and bar code form read by a scanner. In some embodiments, one or the other form of numbering may be used.
  • The product label with acoustic coupling 20 can be formed from any of the standard components currently used to provide automatic credit card or business card size dialing devices, such as those described in U.S. Pat U.S. Patent No. 4,995,077 which was given to Malnowski and in which US Pat. 5,343,519 Feldman was granted. The product label with acoustic coupling 20 also has a memory 23 for storing at least the product identification number or other product identification information to be transmitted to the service provider.
  • The label power source 28 may be a battery power source or a solar power source from a solar panel (not shown), and is preferably a combination of the two types of power sources. The power source 28 for the product label with acoustic coupling is independent of the power source of the product, so it is always readily available. The power source may also include a small rechargeable battery to provide the label with a short burst of energy that is greater than the energy that the collector alone can supply.
  • The activation switch 22 is preferably integrated in the label, for. For example, as a raised area under the company logo (see 1 ). The raised label preferably has a flexible area in the surface for engaging the activation switch 22 when light pressure, for example with the finger, is exercised. Obviously, any type of switch that fits compactly on the label can be used. The desk 22 is preferably hidden behind a release paper or badge on the label.
  • The label 20 also has two volume control buttons: a volume up button (button 27A ) and a volume reduction key (key 27B ). These buttons allow the user to change the volume depending on the environment (for example, to increase the volume in a noisy road environment) to improve communication. This input is made in this embodiment by the call center 40 that says that the signal is too noisy and that the volume should be increased. Alternatively, this could be done automatically via the speaker microphone, which is paired with the label and automatically adjusts the volume when it detects background noise.
  • acoustic Prior art labels store only the contact number of the service center and the serial number of the self-service device. This information will be forwarded to the service center and either rely on the known time setting of the delays within the call center system or require human intervention, to trigger the dissemination of the information.
  • The label of 1 additionally has an intelligence and control means 29 resulting in a more flexible automated solution that allows a change in the timing of the information. This allows intelligent control by the label 20 if the label is the information to the automated system 50 in the service center or call center 40 sends. In the automated product support system 50 that in the call center 40 Used for first contact, these are usually Interactive Voice Response Systems (IVRs) or Voice Response Units (VRUs) that are able to automatically control the input of the tones that are being played back by one Standard handset to be accepted.
  • These standard telephone control tones are DTMF tones that can be used to provide information between the tags 20 and the automated systems 50 in the call center 40 forward. The increased intelligence and control of the control means 29 provides increased automation of the process and frees the account manager from this simple data collection,
  • As in 2 By using these tones much of the data collection can be done automatically by the call center 40 be performed by the required information in the required order are queried from the label. The proper timing of data transfer is essential to the necessary bidirectional communication between the label 20 and the automated system 50 to achieve that, since the timing of the communication of the current status and the availability of the call center system 50 is dependent.
  • At the first telephone contact, the public telephone network is used for the call that the call center answers. When the network is busy, the connection time varies. If the call center does not have any free input lines, it may not connect. In these situations, the label must wait for a connection before it can send the serial number, or even re-dial the service center number. To solve these problems, the call center system sends 50 if a connection has been made, encode a code either as a DTMF tone or in FSK encoded to the label 20 to signal that a connection has been established. This is the label 20 possible by sending the serial number data from the memory 23 to start. Thereafter, the label again waits for a response code from the call center system 50 before sending more data. By using two codes by the one Call center 40 can be sent, the label 20 Detect if it should send the next data or if it is the previous data sent by the call center system 50 were not understood, should resend. This feature can be extended to support a number of other codes that can be used to identify the different information that appears on the label 10 are to interrogate. This means that sharing the data is not limited to a particular order. This makes it possible to change the call flow of the call center without having to change all currently available labels.
  • Another problem with the current solution is that the employee uses the phone 30 to the label 20 holds and thus is unable to get the answers from the call center system 50 to listen. Integrating user feedback with the caller provides another benefit that reduces potential confusion during the call and simplifies system operation. Providing audio feedback on call progress no longer requires that the handset be removed from the label to verify that a connection has been made. This would otherwise cause problems when sending data between the label and the service center, since only some of the data may be sent before the handset is removed and the connection is lost.
  • If a connection is made will be the response code of the service center system used to make a series of sounds to the user and to signal that a connection has been established. These Sounds lie outside the range of tones, which can be detected by the phone, so they are not from the handset and thus not recognized by the service center system which avoids confusion. A similar communication strategy will applied to provide feedback when more data is in between exchanged between the two systems. Another series of tones can be used when the user removes the handset from the label and talk to the account manager. This allows it the user, the various phases of the service call over a easy to track and understand interface.
  • The introduction of bidirectional transfer of data between the label 10 and the automatic service center system 50 delivers to the service or call center 40 Additional Information. This information may include configuration information about the modules currently installed in the self-service device.
  • These Data can be updated dynamically when modules from technicians to the Device added or removed from the device. This dynamic is achieved Update by placing the label over an audio cable (not shown) connected to the sound card in the self-service device becomes. When the configuration application runs to the module configuration to update the information is sent to the label as a new series of tones to update the configuration.
  • This update is achieved through the use of software that converts the configuration information from the device (eg, from a cash dispenser) to DTMF or FSK tones sent to the label via the sound card 20 could be sent. The label 20 Then these sounds and the codes would be in the memory 23 of the label 20 saved and ready to be sent to the call center 40 are to interpret at the next service call.
  • With reference to 3 when a product is in operation on which a label with acoustic coupling 20 is attached, has a problem, the customer keeps a phone 30 to the label 20 and press the button 22 to operate the label (step 100 ). The label 20 then outputs the telephone number of the service provider in DTMF tones to connect to the call center system 50 to produce (step 102 ).
  • Subsequently, the identity of the user of the system 50 verified to prevent accidental or malicious use of the label (step 104 ).
  • This can happen in many ways. For example, the user may be prompted for a password. More preferably, the user would have to activate the label z. For example, press three buttons in a specific order to allow communication. The three buttons would be the start button ( 22 ) and the two volume buttons ( 27A / 27B ). This principle works like a PIN number that has authenticated the user as the authorized user of the label. There is no limit to the length of the PIN number because the keys could be pressed several times in different sequences. The procedure could also be used to configure the service center number, which has called the label depending on the PIN entered for different types of problems, e.g. For level 1 support to refill or another number if the vending machine did would have to be repaired.
  • alternative let yourself use the handset to capture the voice of the user who is then compared with a stored pattern in the label could, to authenticate the user. She could also be saved and sent to the Service center for local authentication to be forwarded. Could also they are encoded in the label and then sent to the service center will be authenticated after the connection is made the user and the service level agreement (Service Level Agreement SLA). It would have to be this is not a complete one Voice recognition solution act; it could just be a word that the user has spoken and that with a pattern of this word by the user compared by simple pattern comparison has been. In the simplest case could the word of all users as a trigger word without actual verification used by the user, and access to the label is only due to the fact that the user knew the codeword, granted.
  • The Call center can also use the serial number to enter the service level agreement to check and the misuse of the service center by persons without a service contract to prevent.
  • The system 50 then query information at the rate and times required (step 106 ). The control means 29 controls the label 20 through bidirectional data transfer to those of the system 50 to provide necessary data, as stated in 3 is shown (step 108 ).
  • This is accomplished by outputting a series of tones corresponding to the identification number of the product as well as other product identification information that the system 50 of the service provider quickly detects and records. The service provider uses the transmitted information to determine service entitlement or other service-related information.
  • After the system 50 has received and verified all required information, sends the system 50 an audible message intended for the user (step 110 ). Upon receipt of the message, the user either terminates the call (step 112 ) or begins a call with one of the call center employees (step 114 ) before he ends the call.
  • The product label with acoustic coupling 20 The present invention uses a standard telephone connection and does not require the customer to purchase or provide additional hardware such as a modem to allow for automatic acquisition of the serial number or other identification number or other product information.
  • The product label with acoustic coupling 20 is preferably attractive enough for the label to be clearly visible on the front of the product. The product label with acoustic coupling preferably does not replace the regulatory labeling as discussed above.
  • to Provision of functionality the product label with acoustic coupling for already existing products, which are supported by the service provider, may be a product label with acoustic coupling as on-site installable label to disposal be put.
  • As in 4 can be shown updating the label 20 Also be accomplished for devices that do not contain a sound card. This is done by using a device 60 , z. As an MP3 player, which is carried by the service technician and used to capture the configuration information and convert it into sounds, which are then in the label 20 get saved. This allows the current dynamic information to the call center 40 be provided, whereby a better level of information regarding the device (not shown) is achieved.
  • This also has the additional advantage that the information is located outside the machine, so it is not necessary to open or shut down the machine during the service call. It also has security benefits because the employee making the service call does not gain access to valuable media stored in the device. In some situations where the service level 10 may not provide on-site assistance, eg. For example, in the case of on-site entry-level support devices, it would be possible for the dynamic information to store part numbers for the replaceable parts. The call center 40 can then query the label 20 and replacement parts can be automatically sent to the owner of the self-service device for replacement.
  • Alternatively, other methods of updating the dynamic information on the label could be used, e.g. By activating the tag by radio identification, which could be used to wirelessly receive the configuration information from inside the self-service device. This would make it possible for the information on the label to automa table from the status monitoring system in the self-service device.
  • Also provides the inclusion of smart-inks or small printable displays 27 on the label 20 an optical indication on the label that a service call is required. This makes it possible for the label to inform the field staff that they should use the smart label system to call center 40 which increases the availability of the device and, as a result, increases customer satisfaction.
  • In addition, the label may 20 after it with the call center 40 is connected to upload the current configuration information as well as the latest information about the system state, which makes the call center 40 receives local information and thus can provide a more accurate diagnosis of the problems and error conditions.
  • Like also in 4 is shown, the label may 20 also be used for multilingual support and audio guidance.
  • So the service technician or the person who takes care of filling, for example, a small audio device 60 like carrying an MP3 player (see description above) that would contain the various messages needed on a series of labels in all required languages and dialects. The technician could then download the audio clips that are needed to the MP3 player and easily take them to the scene. At each self-service device, the required audio clips on the MP3 player could be selected and downloaded onto the labels.
  • Also when the invention with particular reference to certain preferred embodiments has been described Modifications and changes be carried out within the scope of the present invention.

Claims (21)

  1. Bidirectional system ( 10 ), comprising: a user-activated product label with acoustic coupling ( 20 ) for attachment to a product to be serviced, said label ( 20 ) a memory ( 23 ) for storing information about the product to be maintained, a control means ( 29 ) for controlling the data flow from the label ( 20 ), an activation switch ( 22 ) and a sounder for outputting sounds corresponding to said product information, a telephone and a computerized product support system ( 50 ) for the collection and interpretation of the label ( 20 ), wherein the control means ( 29 ) is arranged so that it removes the data stream from the label ( 20 ) to the system ( 50 ) at a rate and at times determined by the system ( 50 ) and the information provided by the computerized product support system ( 50 ) to the label ( 20 ) are sent controls.
  2. The system of claim 1, wherein the label ( 20 ) a power source ( 28 ) which is independent of a power source of the product to be serviced.
  3. A system according to claim 1 or claim 2, wherein additional ones Sounds that a phone number for the Service providers match, before the tones, the product information correspond, transfer become.
  4. A system according to any one of claims 1 to 3, wherein the system ( 50 ) transmits a message audible to the user to the user before the flow of information between the label ( 20 ) and the computerized product support system ( 50 ) is terminated.
  5. A system according to any one of the preceding claims, wherein the computerized product support system ( 50 ) is adapted to notify suitable service personnel for the product to be serviced.
  6. A system according to any one of the preceding claims, wherein the system is arranged to verify the identity of a user to prevent accidental or malicious use of the label ( 20 ) to prevent.
  7. The system of claim 6, wherein the system is adapted is that it receives a password from the user.
  8. The system of claim 8, wherein the system is adapted is that it receives a PIN number from the user.
  9. System according to claim 6, wherein the activation switch ( 22 ) and the volume keys ( 27A . 27B ) on the label ( 20 ) are arranged so that they allow the entry of the PIN number.
  10. System according to claim 6, wherein the user's voice compared with a stored pattern to the user to authenticate.
  11. Method for providing product information over a standard telephone line between a computerized product support system ( 50 ) and a product label with acoustic coupling ( 20 ), the procedure being the following Steps includes: providing a product label with acoustic coupling ( 20 ) for attachment to a product to be maintained, the label having a memory ( 23 ), which contains the product information, placing a telephone ( 30 ) near the label ( 20 ), Activation of the label ( 20 ), so that sounds corresponding to the product information are transmitted via the standard telephone, and controlling the transmission of said information at a rate and at times as dictated by the computerized product support system ( 50 ) and controlling the information provided by the computerized product support system ( 50 ) to the label ( 20 ).
  12. The method of claim 11, wherein the label ( 20 ) is mounted on the front of a product to be serviced.
  13. The method of claim 11 or claim 12, wherein additional Sounds that a phone number for match the service provider, before the tones, the product information correspond, transfer become.
  14. Method according to one of claims 11 to 13, wherein additional Sounds that indicate that a call is an authorized service call acts, before the sounds, which correspond to the product information.
  15. The method of any one of claims 11 to 14, further comprising the step of determining service entitlement by the service provider based on the information provided by the tag ( 20 ) to the system ( 50 ) are transmitted.
  16. Method according to one of claims 11 to 15, wherein the call center ( 40 ) the serial number of the label ( 20 ) used to validate the service level agreement to prevent misuse of the service center ( 40 ) by persons without a service contract.
  17. A method according to any of claims 11 to 16, further comprising the step of verifying the identity of the user to prevent accidental or malicious use of the label ( 20 ) to prevent.
  18. The method of claim 17, wherein the user inputs Enter password to authenticate as the authorized user of the system to become.
  19. The method of claim 17, wherein the user has a Enter PIN number, to be authenticated as an authorized user of the system.
  20. The method of claim 19, wherein the user uses the PIN to activate the PIN ( 22 ) and the volume keys ( 27A . 27B ) on the label ( 20 ).
  21. The method of claim 17, wherein the voice of the User compared to a saved pattern to the user Authenticate users.
DE200460012052 2003-12-11 2004-12-06 Acoustically coupled product label Active DE602004012052T2 (en)

Priority Applications (2)

Application Number Priority Date Filing Date Title
GB0328708A GB0328708D0 (en) 2003-12-11 2003-12-11 An acoustic coupling product label
GB0328708 2003-12-11

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DE602004012052D1 DE602004012052D1 (en) 2008-04-10
DE602004012052T2 true DE602004012052T2 (en) 2009-04-02

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US (1) US7245708B2 (en)
EP (1) EP1542158B1 (en)
DE (1) DE602004012052T2 (en)
ES (1) ES2298693T3 (en)
GB (1) GB0328708D0 (en)

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GB0328708D0 (en) 2004-01-14
US7245708B2 (en) 2007-07-17
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EP1542158B1 (en) 2008-02-27
ES2298693T3 (en) 2008-05-16
US20050129200A1 (en) 2005-06-16

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